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About the Role

The Associate Director will manage and oversee a Client Service Team, acting as a leader through coaching and mentoring staff, building client relationships, and ensuring projects are completed on time and within budget. This role involves updating processes and internal systems for team efficiency and collaboration, ideal for someone with management experience in online healthcare market research.

Responsibilities

• Manage, mentor, appraise, and develop team members, monitoring team KPIs and workload distribution.
• Provide guidance and mentoring to operations team members.
• Manage project escalations to ensure timely and within-budget completion, partnering with internal stakeholders.
• Adapt, develop, and initiate processes, procedures, and system enhancements with senior management.
• Investigate and manage project escalations to ensure client satisfaction.
• Monitor productivity and data collection quality for team projects.
• Oversee the team's billing process and ensure project profitability.
• Support the development and implementation of best practices and policies for client service.
• Execute client service improvement plans on allocated accounts, collaborating with sales and providing a consistent, solution-oriented approach.
• Oversee the training of new and current team members.
• Approve annual leave, expense reports, and conduct quarterly reviews for direct reports.

Requirements

• Bachelor's degree or equivalent work experience.
• 5+ years of experience in Market Research.
• 3+ years of project management experience.
• Minimum of 1 year of experience managing employees.
• Experience with complex market research projects (programming, intricate sampling, international, translations, patients, or patient referrals preferred).
• Exceptional time management, organizational skills, and attention to detail.
• Ability to meet deadlines and work under pressure.
• Exceptional written and verbal communication skills.
• Strong Microsoft Office skills (Excel, Outlook, Word).
• Well-developed analytical and problem-solving skills.
• Ability to work autonomously and in a team environment.

Skills

• Market Research
• Project Management
• Employee Management
• Healthcare Market Research
• Complex Market Research Projects
• Time Management
• Organizational Skills
• Attention to Detail
• Communication Skills
• Microsoft Office Suite
• Analytical Skills
• Problem-Solving Skills

Location

• US

Work Type

• Hybrid
• Full-time

Experience Level

• 5+ years of experience in Market Research
• 3+ years of project management experience
• 1+ year of experience managing employees

Education Level

• Bachelor's degree or equivalent work experience

Benefits

• 25 days annual leave
• Participation in an annual bonus scheme linked to profitability
• Pension 4%/4% employee/employer contributions
• Company's medical cash plan
• Subsidised gym membership
• Staff discount scheme
• Cycle scheme

About the Company

• M3 is a Japanese global leader providing groundbreaking technological and research solutions to the healthcare industry.
• The M3 Group has over 5.8 million physician members globally through its websites.
• M3 Inc. is publicly traded on the Tokyo Stock Exchange and ranked in Forbes’ Global 2000 list.
• Services include market research, medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services.
• M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, South Korea, and India.